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About the Role
In this central position, you will act in the background as an important link and ensure the smooth running of our processes. You will function as an indispensable interface between the operational departments – especially housekeeping and technology – always keep an eye on our room capacities, and ensure that our team is optimally positioned to provide our guests with a perfect and undisturbed stay.
Responsibilities
- Act as the operational heart of the house and form the direct link, especially in close cooperation with housekeeping and the technology department.
- Control the flow of information in real-time, prioritize cleaning status and repair orders, and ensure that all rooms meet our highest quality standards and are available on time.
- Under the direction of the Front Office Manager, coordinate "Out of Order" rooms and inventory according to the current business situation.
- Monitor room allocations and last-minute bookings, carefully considering guest profiles and individual preferences.
- Receive internal and external calls and emails (Front Office Inbox) professionally.
- Forward information purposefully to the relevant departments and ensure timely, precise follow-up.
- Proactively address guest requests, coordinate them seamlessly and discreetly with concierge, guest relations, and room service, and monitor their completion.
- Empathically receive complaints to pass them on for final resolution.
- Reconcile the daily business forecast with personnel planning and react proactively to changes.
- Document and archive data, maintain statistics, and manage our guest database.
- Identify trends or recurring themes through accurate logging of calls and guest requests and report them to the Front Office Manager.
- Maintain the luxurious service standards of our house in every interaction.
- Participate in daily briefings and quality meetings, continuously track our departmental goals, and communicate relevant performance indicators to the team.
- Contribute significantly to an outstanding guest experience with your solution-oriented approach.
Requirements
- Completed vocational training in the hotel industry or a comparable degree.
- Sound professional experience in Front Office, Reservations, or the telephone exchange in upscale luxury hotels.
- Deep understanding of operational processes in the hotel industry (especially housekeeping and technology).
- Excellent time management, prioritization skills, and multitasking abilities to handle parallel calls, emails, and orders with ease.
- Fluent German and very good written and spoken English skills (further foreign languages are a plus).
- Excellent active listening skills and clear, professional, and courteous communication across all channels.
- Discreet and highly professional demeanor.
- Talent for unobtrusively anticipating guest needs and fulfilling them in the spirit of "Quiet Luxury".
- Empathy and absolute discretion when handling inquiries or requests.
- Cooperative, cross-departmental, and results-oriented teamwork.
- Proactive support of colleagues and readiness to step in to ensure smooth hotel operations.
- Absolute trustworthiness, reliability, and a consistently positive attitude.
- Identification with our philosophy and representing the Hotel Adlon Kempinski Berlin with style and natural sovereignty.
- Ability to remain calm during high-volume periods, work in a structured manner, and confidently resolve challenges.
- High IT affinity and confident knowledge of PMS Opera Cloud.
- Proficient in modern telephone systems and communication software.
- Experience with Samfex or similar ticket/communication programs (for tracking guest requests and repair orders).
- Proficient in Google Workspace (especially Gmail).
- Proficient in MS Office.
Skills
- Communication
- Time Management
- Prioritization
- Multitasking
- Active Listening
- Guest Service
- Problem Solving
- Teamwork
- IT Affinity
- PMS Opera Cloud
- Modern Telephone Systems
- Communication Software
- Samfex
- Google Workspace
- MS Office
Location
- Germany - Berlin
Work Type
- Permanent - Full Time
Education Level
- Vocational training in the hotel industry or a comparable degree
Benefits
- Predictable working hours
- Free cleaning of work clothing
- Assumption of the Deutschlandticket (or BVG Jobticket)
- Diverse design possibilities and an exciting work environment
- Varied development opportunities as well as internal and external training
- Staff and Family & Friends rates for all Kempinski Hotels and all Global Hotel Alliance properties
- "Adlon Benefits" within Berlin as well as Corporate Benefits
- Free meals in the staff restaurant
- Regular team events
About the Company
- Hotel Adlon Kempinski Berlin